Genesys Cloud - February 24, 2021
Contact center
Introducing Architect Dialog Engine bot flows
Architect Dialog Engine bot flows are now available for call, chat, and message channels. Initially, Architect Dialog Engine bot flows support US English (en-US), UK English (en-GB), and Australian English (en-AU) languages. Using Architect, administrators and contact center managers can build personalized, dynamic Genesys-native bot flows that use Natural Language Understanding (NLU), unifying the bot and flow authoring experience. This feature improves the customer journey by providing enhanced automation and self-service. For more information, see About Architect Dialog Engine bot flows. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Introducing performance management and gamification
Performance management and gamification features provide a fun way to track personal and team performance and encourage friendly competition within your organization. Performance management administrators can now configure performance objectives on select metrics and assign performance points. Agents can now have a one-click access to their outstanding and upcoming tasks via the new agent activity page. Agents and supervisors can track personal and team performance through the agent activity page, which provides an overview, scorecard, and leaderboard. For more information, see About performance management and gamification. This feature requires following subscription: Genesys Cloud User 3.
Track agent attrition
Administrators and contact center managers can now track agent attrition when they delete users or set their status as inactive. Managers and supervisors can use the captured data to understand why some agents turn over faster than others, and to map out the employee journey. For more information, see Track agent attrition. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
View historical data within workforce management automatic best method forecasts
Administrators and contact center supervisors can now view up to five weeks of interval level and five years of daily level historical data within forecasts they create using automatic best method forecasting. This feature allows those involved in the forecasting process to review and compare forecast accuracy against previous periods, which helps to validate the accuracy of the forecast. For more information, see View historical data for automatic best method forecasts and About workforce management. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Introducing historical data import for workforce management automatic best method forecasting
Administrators and contact center supervisors new to Genesys Cloud can use the historical data import feature for automatic best method forecasting to import up to 3 years, or 5GB of historical interaction and handle time prior to a configurable start date in Genesys Cloud. This feature allows planners to build forecasts and schedules in workforce management before waiting to collect native Genesys Cloud historical data. For more information, see Historical data import overview and About workforce management. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Deprecations
CIDR IP address range for cloud media services change
The November 4, 2020 Release Notes announced that Genesys purchased a /20 CIDR block of IP addresses for Genesys Cloud public-facing media services. The announcement stated that customers using the Amazon AWS IP address JSON file should configure their firewalls to allow access to the new CIDR IP addresses as soon as possible, to ensure that their organization is ready for an early 2021 cutover. The cutover date is now March 10, 2021. Updated information, including a set of testing procedures, is now available to help customers meet the cutover date. For more information, see CIDR IP address range for cloud media services change.
